An Elite Call Center agent is assigned the following Skills: Skill Hunt Group 1 with Skill Level 5 Skill Hunt Group 2 with Skill Level 10 Skill Hunt Group 3 with Skill Level 15 Skill Hunt Group 4 with Skill Level 15 And the Call Handling Preference is configured as Greatest Need. Skill 1 Call with priority h that has queued for 10 minutes Skill 2 Call with priority h that has queued for 15 minutes Skill 3 Call with priority m that has queued for 15 minutes Skill 4 Call with priority t that has queued for 15 minutes Which of the calls will the agent handle first under the greatest need handling preference?

Question

Quizplus · Accepted Answer

The agent will handle the Skill 4 Call first because it has the highest priority (t) and has been queued for the longest time (15 minutes).

An Elite Call Center Agent Is Assigned the Following Skills